Queen Play - Cashout

Hi Streazler2 - welcome to ThePOGG.com!

Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

As we are the ADR for the Aspire Global license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

What reason has the operator given you for closing your account?

Thanks,

ThePOGG

The live chat operator says...we have received your request to close your account. In the live chat I NEVER ASKED TO CLOSE MY ACCOUNT. SO TO ME IT SEEMES LIKE THEY KNOW THEY HAVEN'T PAID ME SO THEY CLOSED MY ACCOUNT SO I WOULDN'T KERP BOTHERING THEM

Hi Streazler2,

A player requested account closure or self-exclusion would not allow the operator to retain the balance. So what reason has the operator given you for refusing to cash out your funds? Please quote exactly what you have been told.

Thanks,

ThePOGG

WHEN I WAS IN LIVE CHAT THE OPERATOR SAYS TOME ' AS YOU REQUESTED TO CLOSE YOUR ACCOUNT, I WILL DO THAT IMMEDIATELY ' . IF YOU LOOK INTO MY CHAT QUERY YOU WILL OBVIOUSLY SEE THAT NOT EVER TO ANY OF THE LIVE AGENTS I CHATTED WITH DID I ASK OR REQUEST FOR THEM TO CLOSE MY ACCOUNT!.. THEY EMMAILED ME TO SHOW MY BANK STATEMENT TO PROVE I NEVER RECEIVED MY CASHOUT FOR $1001.00. I DID SHOW THEM IN AN EMAIL AS WELL AS LIVE CHAT. IT CLEARLY SHOWS NO DEPOSIT FROM THEM. I HAVEGOT CASHOUTS FROM.THEM BEFORE I DONT UNDERSTAND WHY THEY CHOOSE TO DO THIS. IPAID, PLAYED FAIR AND WON FAIR. PRIOR TO THIS CASHOUT...I HADA BONUS ON JOKER DROP AND WON $1700.00 IN THE BONUS AND IT WAS NEVER ADDED TO MY MONEY.. THEYSAID THEY WOULD REVIEW IT AND THEY NEVER DID!

Hi Streazler2,

Please do not type in all caps. It is uncomfortable to read and considered rude.

What exactly - again, please quote rather that paraphrase - did the operator tell you about this missing withdrawal?

Thanks,

ThePOGG

I apologize..they said on their end it showed that it was ssent to me. This morning they emailed me twice from 2 different people saying Thank you we will escalate this to the proper department? What does that mean?!

They know their trying to rip me off

Hi Streazler2,

In that case, please wait for the outcome of this investigation. You will likely have to provide payment account statements to show that you have not received these funds, so you could ensure you have those ready.

Thanks,

ThePOGG

I have already provided these documents

Thank You POGG, they are sending my winnings

Hi Streazler2,

Thanks for letting us know - it is appreciated :)

ThePOGG